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CRM Business Analyst
Permanent. Full Time. Hybrid working (minimum of 2 days per week in the office)
Location: This role can be based in any of our UK offices - Cardiff, Edinburgh, London, Warrington
Salary: £41,783 per year for Cardiff, Edinburgh, Warrington. £46,666 per year for London (including London allowance)
About us
Christian Aid exists to create a world where everyone can live a full life, free from poverty. We are a global movement of people, churches and local organisations who passionately champion dignity, equality and justice worldwide. We are the changemakers, the peacemakers, the mighty of heart.
We’re committed to building a diverse and inclusive workplace, and recognise the value this brings in forming strong, creative and high performing teams. We welcome applications from all sections of the community, and from those with experience from outside of the voluntary sector. And no, you don’t have to be Christian to work here – we encourage people of all faiths and none to apply. We just ask that everyone lives out our values of dignity, equality, justice and love. We value a good work-life balance, so we’re open to part-time and flexible working. We also offer hybrid working for our office-based colleagues.
About the role
Reporting in to the Supporter Data Manager, the CRM Business Analyst will drive continuous improvement of the CRM solution through business analysis and automated testing, working collaboratively with the Supporter Data Manager and CRM Technical Lead to optimise efficiency and functionality.
The post-holder will engage with stakeholders and deliver strategic insights into As-Is and To-Be process models, data structures, and interdependencies, translating findings into concise agile requirements that enhance operational effectiveness.
Some of the main responsibilities of the CRM Business Analyst include:
- Proactively identify opportunities to optimise CRM system and articulate proposed solutions to the Supporter Data Manager and wide business users.
- Implement best-practice Business Analysis processes, tools, and methodologies to strengthen capability and drive meaningful change.
- Act as a mentor empowering and upskilling team members, embedding best practice business analysis and fostering a culture of innovation and continuous learning.
- Critically evaluate risks through the requirements gathering process, collaborating with teams to develop effective solutions that ensure project success.
- Ensure the accurate translation of business requirements into actionable specifications, prioritising high-impact initiatives that enhance operational efficiency. • Provide key input and support for the continuous improvement of the Agile development process (SCRUM) by actively engaging in all ceremonies.
- Identify opportunities for how Dynamics365 can enable and improve business processes, ensuring technology solutions align with strategic objectives.
- Ensure Jira tickets are regularly updated to reflect accurate project progress.
- Extract and analyse data from multiple sources, applying SQL and other analytical techniques to inform decision-making. Build, configure, and execute automated test scripts to optimise performance and mitigate risks.
- Analyse and develop reporting requirements, providing key insights that strengthen the organisation’s business intelligence architecture.
About you
Who we are looking for:
Essential:
- Significant experience or professional qualification in Business Analysis.
- Demonstrable experience as a Business Analyst covering Agile requirements gathering and specification, data modelling and mapping, process re-engineering, and reporting.
- Developed communication skills, both verbal and written.
- Comfortable working with different stakeholder groups.
- Experience of applying industry standard process mapping techniques (e.g. BPMN, UML) to support process re-engineering.
- Experience of configuring and supporting the development of Dynamics365 CRM solutions.
- Experience of using automated testing tools such as EasyRepro.
- Creating end-user acceptance testing scripts, supporting the UAT process. Using SQL to extract data required to undertake analysis and investigation activities.
- Highly developed knowledge of Dynamics365 entity architecture.
- Applying different risk management techniques.
- Highly developed working knowledge of Jira.
- Excellent working knowledge of Microsoft Visio or other process mapping tools.
Desirable:
- Professional qualification in testing and experience of applying different test frameworks.
- Experience of Azure specific application development.
- Experience of writing technical documentation.
- Configuring and managing SharePoint sites.
Further information
At Christian Aid we strive to be an inclusive and diverse employer and recognise the value that this brings in helping to build strong, creative and high performing teams.
We are actively encouraging racialised minorities, LGBTQ+, people with disabilities, returning parents or carers who are re-entering work after a career break, people with caring responsibilities, people from low socioeconomic backgrounds, women, and older workers to apply. This is because these groups are under-represented within our teams, especially at senior level, and we recognise and value the contributions members of these groups make to strong, creative and high performing teams.
We have a strong Christian ethos and we encourage applications from all faiths. Applicants will be expected to demonstrate an understanding of and sympathy with Christian Aid’s faith identity.
All successful candidates will require a DBS/police check appropriate to the role and location and a Counter Terrorism Sanction check as part of your clearance for commencing your role with us. We also participate in the Inter Agency Misconduct Disclosure Scheme. In line with this Scheme, we will request information as part of the referencing process from job applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms their understanding of these recruitment procedures.
This role requires applicants to have the right to live and work in the country where this position is based and undertake the role that you have been offered. If you are successful and we make you an offer for the role, we will be required to conduct a right to work check on your immigration status in the UK. We will contact you regarding the documentation you will need to provide to evidence this.
The client requests no contact from agencies or media sales.
Thank you!
Actively Interviewing
This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!
Product Lead – HOSTHub
(Operational Product Delivery)
Reports to: Operations Director (Head of Delivery)
Contract: 1.0 FTE (Temp to Perm)
Location: Remote (UK or International)
Role Purpose
The Product Lead – HOSTHub is responsible for identifying, prioritising, and resolving day-to-day product challenges across HOST’s digital platform.
HOSTHub serves as the operational backbone of the organisation, enabling delivery across finance, legal, partnerships, and hosted partner services. In this role, the Product Lead ensures the platform functions effectively in practice—by understanding user needs, surfacing issues early, and driving the design, prioritisation, and rapid delivery of solutions.
While contributing to the longer-term product vision in collaboration with the leadership team and development partners, the primary focus remains on operational product delivery. This includes managing fortnightly sprint cycles, maintaining a dynamic and prioritised backlog, and ensuring continuous alignment between user requirements, internal processes, and platform capabilities.
The role requires a highly hands-on individual who thrives at the intersection of users, internal teams, and developers, with the ability to translate real-world challenges into clear, actionable product decisions.
Core Responsibilities
1. Product Problem Identification and Prioritisation
Lead the ongoing identification of friction points, inefficiencies, and system gaps across HOSTHub use cases, including those impacting hosted partners, funders, and internal staff workflows.
Maintain a dynamic, prioritised backlog of product issues and enhancements, informed by user insight and operational impact.
Work closely with delivery teams across finance, legal, partnerships, and community support to understand how the platform performs in practice and where it falls short of user needs.
Translate operational challenges into clear, well-defined product requirements that are actionable for development teams.
Ensure prioritisation is driven by delivery urgency, risk exposure, and opportunities for efficiency, rather than abstract feature development.
2. Sprint Management and Delivery Execution
Own the end-to-end delivery of the product, managing fortnightly sprint cycles.
Set sprint priorities, create and refine tickets, and ensure all development work is well-scoped, logically sequenced, and ready for delivery.
Collaborate directly with development contractors to run sprint planning, stand-ups (where applicable), and sprint reviews.
Validate completed work against real user workflows before release to ensure quality and usability.
Maintain clear visibility of progress, risks, and dependencies, escalating blockers and trade-offs to the Operations Director as needed.
Provide bi-weekly sprint reports outlining delivered outcomes, outstanding issues, and upcoming priorities.
3. User Engagement and Feedback Loops
Establish continuous feedback loops with both internal users (staff teams) and external stakeholders (hosted partners and funders).
Conduct structured user conversations to understand how systems are used in practice, not just how they were designed to be used.
Validate proposed solutions with users prior to development where appropriate, ensuring alignment with real needs.
Ensure user insights consistently inform backlog prioritisation and shape sprint scope.
Maintain a clear view of user satisfaction grounded in qualitative feedback, not just survey-based metrics.
4. Cross-Team Operational Alignment
Act as the central point of coordination across product, delivery teams, and external developers.
Ensure HOSTHub effectively supports real operational workflows across key service areas, including Project Hosting, Hosted Grantmaking, and Capacity Building.
Partner closely with Finance, Legal, and Partnerships teams to align system functionality with compliance, contractual, and reporting requirements.
Identify and resolve misalignments between team processes and platform functionality, either by adapting the system or clarifying and standardising ways of working.
5. Development Oversight
Manage the day-to-day relationship with the development team, ensuring requirements are clear and issues are addressed promptly.
Ensure all development outputs are practical, functional, and aligned with real operational needs.
Avoid over-specification and unnecessary complexity, prioritising simple, implementable solutions.
Track defects, rework, and technical debt, incorporating them into sprint priorities where they have a meaningful operational impact.
6. Data, Workflow, and System Effectiveness
Ensure HOSTHub captures and delivers data that is accurate, actionable, and aligned with reporting requirements.
Identify and implement opportunities to automate key workflows, reducing manual effort across teams.
Partner with internal stakeholders to ensure system logic supports compliance and audit requirements in day-to-day operations.
Maintain clear, practical documentation of key workflows and system behaviours to support effective operational use.
7. Risk, Compliance, and System Integrity
Work closely with the Legal Lead and Operations Director to ensure product decisions do not introduce unmanaged risk.
Prioritise data protection, security, and system reliability as core product considerations.
Ensure compliance requirements, including data protection and financial controls, are embedded in how the platform operates in practice.
Take clear ownership of system incidents or failures, coordinating response and ensuring timely resolution and follow-through.
8. Contribution to Product Direction
Contribute to longer-term product thinking, including roadmap development and the ongoing evolution of the system.
Provide grounded input to strategy based on observed user behaviour, operational constraints, and delivery realities.
Ensure product direction remains focused on solutions that are practical, scalable, and genuinely valuable to users.
Key Relationships
Internal: Operations Director, Finance Team, Legal Lead, Partnerships Director, Community Support Team, Data Analyst, Training Lead.
External: Developers, technical providers, hosted partners, funders.
Performance Indicators
Reliable delivery against sprint commitments, with a clear connection to resolved operational issues.
Reduction in recurring user-reported problems across key workflows.
Demonstrable improvements in system usability and efficiency for internal teams and hosted partners.
A well-maintained backlog with clear, transparent prioritisation rationale.
Strong alignment between platform functionality and operational delivery needs.
Timely identification and effective resolution of system risks and critical defects.
Required Experience
5–8 years’ experience in hands-on product management or product delivery roles, with clear ownership of day-to-day execution.
Proven experience managing sprint cycles and working directly with developers to deliver iterative improvements.
Strong track record of identifying user needs and translating them into effective product solutions.
Experience working with complex operational systems involving multiple user groups and workflows.
Ability to operate effectively in environments with evolving and loosely defined requirements.
Comfortable working across technical and non-technical teams, acting as a practical bridge between them.
Familiarity with system integrations, workflow tools, and data-driven platforms (e.g. CRM systems, finance platforms automation tools)
Strong prioritisation skills, with the ability to balance urgency, impact, and feasibility.
Clear, structured communication style, enabling effective coordination and delivery clarity across teams.
Non Charity Employer
11 - 20
We believe in the power of people to do extraordinary things. Our mission is to host the world's change-makers, enabling climate and social action.
The client requests no contact from agencies or media sales.